Experience Designer Lead Senior-HR Consultant

Position Overview At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As an Experience Designer Lead Senior within PNC's HR Strategy Delivery and Risk organization, you will be based in Pittsburgh, PA; Cleveland or Columbus OH; Birmingham, AL; Downers Grove, IL; Atlanta, GA; Houston, TX; East Brunswick, NJ. Job Profile We are looking for a candidate that will produce end‑to‑end service blueprints, channel strategies, content models, and accessibility standards. This candidate will also partner with Product Owners on UX and acceptance criteria. Responsibilities Produce journey maps, service blueprints, and channel strategies for hire‑to‑retire moments. Lead UX research and usability analyses; define content and taxonomy standards. Develop accessibility‑by‑design guidelines embedded into EX platform delivery. Partner with Product and Process teams to ensure aligned handoffs and requirements. Use evidence‑based design to measure experience outcomes (task success, CES, deflection). Influences the process and transforms most complex tasks into intuitive, accessible and easy‑to‑use designs through the entire experience lifecycle, from the first‑time user to the expert. Develops and recommends the discovery techniques of customer and business needs through contextual inquiries, and generative and quantitative research. Uncovers customer latent needs and creates vision to meet those needs. Drives and establishes the design direction and strategy. Drives visual, information, interaction and service design elements of the initiative that meet business and customer needs and delight customers. Communicates the initiative and product to others, including senior management, through user journeys, storyboards, prototypes, wireframes and other materials. Sets the direction for usability of new and existing products, makes adjustments to align with shifting customer expectations. Develops research methods and strategies, conducts studies, and presents findings that will inform improvements in the customer experience. Coaches and mentors junior staff; assists management team in training new staff. Capabilities (Skills & Must‑Have Competencies) Service design, UX research, IA/taxonomy, human‑centered design. Evidence‑based design techniques (CES, deflection, time‑to‑resolve). Familiarity with HR content, policy constraints, and risk controls. Experience partnering with product teams on UX/UI acceptance. Professional Culture PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk – Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework. Preferred Skills Agile Web Development, Business Requirements Documentation (BRD), Digital User Experience, IT Architecture, JavaScript, Wireframing Competencies Business Analytics, Creativity, Design Thinking, Effective Communications, Graphic Visualization, Group Facilitation, Product Development Life Cycle, Requirements Analysis, Solutions Development, User Experience Design, User Interface Design Work Experience Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry relevant experience is typically 8+ years. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered. Education Bachelors Pay Transparency Base Salary: $80,000.00 - $185,150.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance. Benefits PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full‑time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long‑term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back‑up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service. Disability Accommodations Statement If an accommodation is required to participate in the application process, please contact us via email at View email address on click.appcast.io. Please include 'accommodation request' in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call View phone number on click.appcast.io and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions. Equal Employment Opportunity (EEO) PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history. California Residents Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices. #J-18808-Ljbffr